FAQs

Contact Customer Support

Our TEAM is here to help Monday - Friday 8:00-3:00pm (PST)

Text 424-226-2101

Email: support@cammynguyen.com

FOR ALL PRODUCT FAQ'S, please visit this link. 

HOW LONG DOES IT TAKE TO RECEIVE MY ORDER?

Orders are processed as soon as possible - Typically within 1-3 business days (We guarantee orders to be processed within 5 business days)

Orders placed on weekend/holiday will be processed the next business day

Example #1 - Orders placed on a Friday, Saturday or Sunday will be processed as early as Monday which is considered business day 1

Example #2 - Orders placed on a Wednesday and shipped out Thursday via FedEx Express 2-3 Day will be delivered Monday or Tuesday

An order confirmation will be sent via email/text once your order has been processed and is out for delivery. 

TIP: If you have not received an email/text - check your spam folder as well as verify your email and cell are correct on your profile

HOW DO I KNOW IF MY PACKAGE HAS ROUTE PROTECTION?

You can find it in your order confirmation, it will show you the Route Protection as part of an item. 

If your order has Route Protection please file the returns claim on their website at Route Claims

Route will take care of your inquiry and communicate with you via email for more information. Route may request additional information to support the claim and will give any deadlines to submit such information to move forward with the claim.

Route Tracking & Insurance Details

Lost - stuck in transit

• Domestic: The reported issue will be approved no earlier than 5 days and no later than 30 days from the last shipping update. 
• International: The reported issue will be approved no earlier than 20 days, and no later than 30 days from the last shipping update. 

*Customers can report an issue early but will be asked to wait.

Stolen - marked as delivered

• The issue will be approved no earlier than 3 days, and no later than 15 days from when the order was marked delivered. 
• Stolen orders over $200 USD require a police report. 

*Customers can report an issue early but will be asked to wait.

Damaged

• Depending on the reported damage, the issue may be approved with photos of the damaged package and item, no later than 15 days from when order was marked delivered. 

When a claim is within the timeframes above, the issue should be solved within 24 hours 

You can review full policies at the link below: Help Center - Route

If you wish to submit a claim, you can easily submit by following this link or on the Route App: Route Claims

Download the Route Protection App

WHAT PAYMENT OPTIONS DO YOU ACCEPT?

We accept : ShopPay, Afterpay, Klarna, PayPal, Visa, MasterCard, American Express, Discover, Amazon Pay, G Pay

WHERE IS MY ORDER CONFIRMATION?

An order confirmation will appear as your final step in your order process. You will also receive an email confirmation with the order number of your purchase. Once your order has been shipped, you will also receive another email with the tracking number and details.

WHERE IS MY ORDER?

A tracking number will be emailed to you once the order has been shipped. If you have not received this notification after 72 hours notify us and we will look up your order tracking number for you. Please email support@cammynguyen.com with your order number. A customer service representative will reach out to you within 24 hours. 

HOW DO I CHANGE OR CANCEL MY ORDER?

Order cancellation requests will be considered, but are not guaranteed. This is simply because we try to ship out orders as quickly as possible, and we cannot cancel an order once it has been shipped.

Once you receive an order confirmation by email, it means your order is already being processed and cannot be changed or canceled.

I RECEIVED THE WRONG PRODUCT OR BELIEVE MY PRODUCT IS DEFECTIVE, CAN I RETURN IT?

If you received the wrong merchandise or believe your product is defective, please retain the box, packaging and all contents and contact us as soon as possible at support@cammynguyen.com only for orders that are not protected by Route..

WHAT IS YOUR RETURN POLICY?

 **UPDATE** Due to COVID-19, NO RETURNS will be accepted and/or processed until further notice.

DO YOU SHIP TO P.O. BOXES?

No, we do not ship to P.O. boxes, sorry.

WHAT SHIPPING OPTIONS DO YOU OFFER?

STANDARD SHIPPING

Our Standard Shipping is FedEx Express 2-3 Day 

FedEx 2-3 Day delivers in 2-3 business days Monday-Friday. Available to and from all 50 states.

 **Delivery to some rural areas of Alaska and postal codes in Hawaii in 3 business days.

Shipping time frames are in addition to processing and fulfillment times

 INTERNATIONAL SHIPPING

We ship internationally – options and rates available at checkout.

Shipping may take between 5 to 10 business days. 

INTERNATIONAL DUTIES AND FEES

It is the customers sole responsibility for any Import duties, taxes or brokerage fees associated with deliveries outside the US.

If you are unfamiliar with customs fees and charges, please speak to your local postal or customs office for more information.

If customs fees/charges are refused at the time of delivery and your unopened package is returned to us, we will refund the cost of your order minus any shipment costs.

Packing slips for International Shipments cannot be marked as a “gift” or with altered prices.